'Low price perception feeds into everything: why value is about the full store experience'

On this episode of Talking Shop we are joined by Scott Erickson, VP of Sales, US and Global Channels at HappyOrNot. HappyOrNot captures real-time, point-of-experience micro-feedback across thousands of global retail environments. Drawing on insights from their Q2 2026 Retail CX Pulse report, Scott joins us to challenge traditional ways of measuring customer satisfaction.

We discuss why retrospective monthly reports are becoming a liability for modern store teams, how customer dissatisfaction builds gradually throughout the day, and how retail leaders can use live operational signals to protect service standards when store traffic peaks.